IT Support - Service Desk - Tier II

Long-Term Contract – Strong Potential to Convert Full-Time

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The IT Support Analyst II is responsible for providing technical support and troubleshooting assistance to employees across hardware, software, and network-related issues.

This role serves as a key point of contact in a call center environment, diagnosing and resolving technical problems while delivering high-quality customer service.

• Provide Tier II technical support for desktop, laptop, software, hardware, and network issues
• Install, configure, and maintain PC hardware, software, and peripheral devices
• Respond to user inquiries and troubleshoot technical issues via phone, email, and remote support tools
• Guide users through step-by-step troubleshooting in a clear, professional, and user-friendly manner
• Escalate complex issues as needed and collaborate with internal IT teams to ensure timely resolution
• Document support activities, resolutions, and system updates in the ticketing system
• Provide one-on-one end-user assistance and training when required

• Experience supporting Windows-based desktop environments and standard business applications
• Strong troubleshooting skills across hardware, software, and network connectivity issues
• Excellent communication and customer service skills
• Ability to work effectively in a fast-paced call center or help desk environment
• Experience with ticketing systems and remote support tools preferred